IT Support Specialist

The IT Support Specialist provides responsive onsite and remote support for end users across hardware, software, collaboration tools, mobile devices, and office technology. This role serves as a key point of contact for resolving incidents, fulfilling service requests, supporting onboarding and offboarding, and helping employees stay productive with minimal downtime.

Success in this position requires strong troubleshooting ability, excellent customer service, sound judgment, and clear communication. The IT Support Specialist partners with local teams and broader regional or global technology teams to deliver reliable service, document solutions, share knowledge, and continuously improve the employee support experience.

This role typically supports Windows and macOS endpoints, Microsoft 365 applications, identity and access tasks, meeting room technology, printers, and other workplace systems. The ideal candidate is comfortable handling Tier 1 and Tier 2 support, managing competing priorities, and working independently while escalating issues appropriately when needed. This part-time role is scheduled for three days per week-Monday, Wednesday, and Thursday-from 8:30 a.m. to 5:30 p.m. (8-hour workday, 24 hours per week).

What You Will Do

• Provide timely onsite and remote support for incidents and service requests involving laptops, desktops, mobile devices, peripherals, printers, and standard business applications.
• Troubleshoot and resolve issues related to Windows, macOS, Microsoft 365, Teams, Outlook, identity and access, network connectivity, and meeting room technology.
• Manage service tickets from intake through resolution, including prioritization, communication, documentation, and escalation when appropriate.
• Support employee onboarding, offboarding, and moves by preparing devices, provisioning accounts and access, coordinating equipment deployment, and confirming readiness.
• Assist with device lifecycle management, including imaging, configuration, software deployment, patching, replacements, and asset tracking.
• Provide support for conference rooms, video meetings, and office technology to ensure a reliable employee and client-facing experience.
• Create and maintain accurate documentation, knowledge articles, and support procedures; identify recurring issues and recommend process improvements.

Additional Responsibilities

• Support endpoint management and deployment processes using modern device management tools and standard operating procedures.
• Assist with account administration, permissions, group membership, and basic identity-related tasks in accordance with security and access policies.
• Support business applications such as Microsoft 365, Adobe, Autodesk, and other approved software used by the office.
• Maintain inventory records for hardware, accessories, and loaner equipment, and help coordinate refreshes, repairs, and returns.

• 1-3 years of experience in IT support, help desk, desktop support, or a similar end-user support role in a fast-paced environment.
• Strong customer service, communication, and problem-solving skills, with the ability to support both technical and non-technical users.
• Hands-on experience supporting Windows 11, macOS, Microsoft 365, Outlook, Teams, printers, mobile devices, and common workplace applications.
• Working knowledge of account administration, endpoint deployment, device imaging, basic networking, and troubleshooting methodologies.
• Experience with ticketing systems, documentation, asset management, and support processes for onboarding and offboarding.
• Familiarity with modern management and identity platforms such as Microsoft Intune and Entra ID is preferred.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
• Associate degree, technical training, or equivalent practical experience preferred.
• Ability to lift and move equipment as needed and work in office areas, conference rooms, and under-desk or low-clearance spaces when setting up devices and peripherals.

Life at Gensler

At Gensler, we are as committed to enjoying life as we are to delivering best-in-class design. From curated art exhibits to internal design competitions to “Well-being Awareness Week,” our offices reflect our people’s diverse interests.

We encourage every person at Gensler to lead a healthy and balanced life. Our comprehensive benefits include medical, dental, vision, disability, wellness programs, flex spending, paid holidays, and paid time off. We also offer a 401k, profit sharing, employee stock ownership, and twice annual bonus opportunities. Our annual base salary range has been established based on local markets.

As part of the firm’s commitment to licensure and professional development, Gensler offers reimbursement for certain professional licenses and associated renewals and exam fees. In addition, we reimburse tuition for certain eligible programs or classes. We view our professional development programs as strategic investments in our future.